Overall satisfaction is highest when customers receive status updates from mobile apps, according to the J.D. Power's 2025 U.S. Claims Digital Experience Study.  But only 36% of auto insurance customers and 31% of homeowners insurance customers currently receive status updates this way, according to the study. 

Most customers receive updates via email, calls from insurer claim staff or text messages.

The study is based on 5,958 evaluations from auto and home insurance customers who completed a claim in the past nine months. It was redesigned for 2025 and was fielded from December 2024 to August 2025. 

Mark Garrett, director of global insurance intelligence at J.D. Power, shared written comments with Digital Insurance.

"Despite all the communication and marketing efforts from insurance companies to raise awareness of using mobile apps in the claim process, we only see 12% of customers stating they used the app to report the claim, submit photos used for the initial estimate, and use the app as a top resource for status updates," Garrett said. "This shows there is still a long way to go in providing that digital-only claim experience and many customers still need to leave the digital channels to speak to someone and ask questions."

Twenty-two percent of customers rely on multiple channels to find answers to the same questions, according to the study. 

"For those who reported their claim digitally (website or app) nearly two-thirds of customers, 64%, needed to repeat information later in the process when speaking with someone," Garrett shared. "This can be a real frustration point for customers who expect digital process to add efficiencies and has a negative impact on satisfaction."